Case Acknowledgement - CAS-348399-WB50FB CRM:0001368

Since Jan 2011, Airasia decided to terminate the flight from Brunei to Kota Kinabalu which i had purchased since nov/Dec 2010. I recevived a letter from Airasia that i will receive my refund on the later stage. Patiently, i waited till Feb 2011. No Refund or mail about it. So i emailed them. No response. No calls over months. I repeated resend them the same letter with my booking number etc.
Till i finally found out that a couple friends of mine purchased the same flight with me using their credit card and cash voucher given by airasia. They received their full refund along with their vouchers.

I got frustrated. I started sending mails to any email address i can find. Till in Mid May 2011, i finally received a call and email that they can only refund me the amount i made using my Credit card but not the voucher i used.

I replied back that This is not my fault. the flight was cancelled. And the voucher was not a gift nor lucky draw. It was a compensation voucher for the previous trip i went. The flight got delayed for over 8-10 Hours.

I felt that i was being coned at Airasia. Not only they refund to pay me a few hundred ringgit on the vouchers. they hardly respond back to customer and It took more 5-6 months for a response back. I am seriously having doubt on their management. For one of the largest airline in the world, and yet, they cant even repay back customer refund accordingly.

complete disappointment. I urge all viewers to think twice before purchasing any tickets with Airasia.

Subject: RE: REFUND FLIGHT CANCEL REJECTED FOR PNR V9NR9D
Date: Mon, 14 Mar 2011 17:58:39 +0800

Dear Sir,

No thank you for offering to re-book the flight to Haikou.

After confirming with your office by phone on 7th Mar 2011 that the flight AK62 & AK63 has been cancelled, we became worried that we may not be able to fly to Haikou on that particular day and immediately book the flights from Tiger Airways knowing that it is very troublesome to fly from there. AirAsia did not even have the courtesy to inform when the flight was cancelled on the 7th. I found out from other passengers on that day.

Since I ve confirmed the flight through Tiger Airways, I was advised by your office to seek a refund via email and I immediately applied for the refund on that same day.

The email from AirAsia came on 9th and 10th March 2011 and confirmed that these 2 flights has been cancelled and I thought the issue has been closed. Suddenly, I heard from friends again that AirAsia wanted to resume these flights. I was never informed officially till taday that these flights has been resumed.

However, this is useless news to me and the frustration came to a boil when after trying many times to get the phone line through, I was initially told that I cannot cancel these flights which was cancelled by AirAsia in the first place. I have no choice but to cancel these flights because I have booked and paid Tiger Airways much earlier (on 7th Mar) before AirAsia resumed these flights.

After trying very hard and going through so much hassle, Air Asia verbally confirmed today that I can ask for refund but this refund must be placed in a shell account and it must be used with a 3 months expiry date. This sounds like daylight robbery when we are unable to get the refund for this problem created by AirAsia and again forced to travel to other destinations using AirAsia with unrealiable confirmation dates.

I am really very disappointed, frustrated and angry with the way AirAsia treat its customers and I will think twice before travelling with Air Asia again and will also advise others to not to fly with AirAsia anymore.

After may calls and explanations, Air Asia finally promised to refund in full the booking fee for flight AK62 & AK 63 cancelled by AirAsia, However, I've yet to receive the refund after more than one month of waiting. Please let me know the status and when will the refund be made? The total amount is RM2, 037.00

Very frustrated customer and will never fly AirAsia again!
Email add: [email protected]

On 24th January 2011 I have booked a flight for myself my wife to board a flight on the 31st January 1025 from Guangzhou to Kuala Lumpur, ( Booking Ref:X4FTPV), and almost after the CAN-KUL booking I have booked another connecting flight from Kuala Lumpur to Kuching at 1845 the same day.(Booking Ref:K9SQXD)

On 31st January 2011 me and my wife were 2 hours earlier to arrive at Guangzhou Baiyun International Airport. By the time it arrive at our turn to check in our luggage I was told to wait, the time on the airport’s clock was 8.55am, me and my wife were made to wait, together with everyone that were made to wait were 13 passengers including both my wife and myself.
At 9.50am there were no reason given and we felt funny and lost our patient. The staffs at the counter dealing with luggage check in were obviously Chinese airport staff, there were not even a single airasia staff coming over for any kind of explanation. 13 of us decided to proceed to airasia office, well its not an office its just a temporary counter 50 meters away. 2 staffs were there in the counter busy with there computer. We were wondering why there are no one that to forward to us.
Now the funny thing happened, we were told the flights were fully occupied by passenger. We just cannot believe with what were heard, all our tickets were booked and paid in full days in advance and the airline were telling us that someone have occupied our seat, and therefore we have cannot board the flight anymore. Some passengers even shows to the staffs there E ticket with selected seat booked and paid for. Can I conclude that airasia sold the seat to 2 different passengers at the same time, isn’t this a commercial crime? What is the different between this to a con man that sold his car and taken full payment from 2 different buyers?
Now come to the solution stage, the airasia staffs obviously have no authority to get us to board another airline, unless they are willing to pay from their own pocket. They are no ready to responsible for any subsequence delay in our connecting flight, nor they are deal with any losses of time, hotel that we have booked for holiday and etc. The only alternative they are willing to do is to change our ticket to the next available flight which is 8 hours later, which means I have to board the 6pm flight the same day, 8 hours later from our original flight, arriving at 11pm at Kuala Lumpur, by then I will have to board another flight the following day at around 6am to kuching. The staffs informed us that I will have no choice but to sleep on the chair in LCCT for the next available flight. The other passengers involved in these incidents will have to go through the same thing, sleep on chair wait for the next flight to Langkawi when we all arrive in LCCT around 11pm.
An airline that bear the national flag have put every into shame, especially when this is involving foreign tourists, the group involved were 6 of them heading to Langkawi, by an horrible airline that resold their tickets and made them to sleep on a airport chair, wasted a day of their precious holiday and expensive hotel room., yet with no reasonable compensation nor explaination.
The incident was video recorded all the way and I am speechless on airasia manner, losing confident on this airline and feel ashamed of seeing the national flag sticking on the airbus. They have not only destroyed the tourism industry but leaving a bad image for all Malaysian.

Now can I conclude that passengers are not getting ‘on time guarantee ‘nor that they are guaranteed a seat even is the seat is booked and paid in full. They will not responsible for any damage on the holiday package and will make you to suffer at your own time. This airline destroys the image of Malaysian, and the tourism industry within the region.
Their website are made so complicated that you will not be able to get in touch with them to immediate solution, there are no section anymore to file your claim and no direction for effected customer. You will be made to pay premier phone call for a damage they have done. I would call for the government to take any necessary investigation or action against airasia, before they are allow to have a national flag sticking on their airbus for their substandard, surviving by a business strategy that constantly violating on consumer right.

Jammiah Abdullah
No 8, Lorong pelindung Pantai 10
26100, Kuantan, Pahang
(Hp: 0126560517)


In 2009, my daughter booked a trip to London for my husband, my sister, her sister-in-law and I. Prior to the flight in September 2010, we were informed of a flight delay. What we were not informed was that the hot seats purchased were cancelled. We only found out about it when my daughter contacted AirAsia to enquire about the missing seating assignment in the new itinerary. She was told that there were no available hot seats and she should expect to get a refund within 30-60 days.

Imagine our delight when my daughter told us that she was able to get us hot seats at least for our return flight. As senior citizens being able to travel in a comfortable seat is indeed a big deal to us.

My husband went to AirAsia LCCT counter to try to get back the hot seats that we paid in advance months ago but the person behind the counter told him that he would make a report on his behalf to make a claim on a refund. He begged for a resolution however it didn't yield the result he wanted.

Well, we have been back home since 25th, September, 2010 I regret to say after 3 emails as reminder to the customer relations to check on the progress of the claim we still haven’t received the refund.

AirAsia has made it possible for us to be its airline passengers on several occasions but I must say this isn’t the first time we have trouble trying to obtain a refund. AirAsia has made travelling a memorable experience for us but it should take steps not to make the experience memorable for the wrong reason.


Disgruntled passenger

I cancelled an airfare as I could not fly for the dates specified. I was told I would have to wait for up to 3 months to receive the refund. If we're expected to pay for airfares on the spot why is it that AirAsia can essentially hold on to my money for up to 3 months? In this day and age of electronic payments, I would expect my refund in a few days or a maximum of one week later.